Audio prompts are prerecorded audio messages or instructions that are played to callers during their interaction with the contact center. You can use these prompts to guide and inform callers.

Create an audio prompt

To create an audio prompt:
1

Sign in to Control Hub.

2

Choose Services Contact Center.

3

From the Contact Center navigation pane, choose Customer Experience > Audio files.

The Audio Prompts tab is open by default.

4

Click Create Audio file.

5

Configure the following settings:

  1. Name—The name gets auto-filled after you upload an audio file.

  2. Description—Enter a description for the audio prompt.

  3. Audio File—Upload an audio file. Contact center supports only wave (.wav) file format.

6

Click Create to create the audio file.

Edit or delete an audio prompt

1

Sign in to Control Hub.

2

Select Services > Contact Center.

3

From the Contact Center navigation pane, select Customer Experience > Audio Prompt.

4

Click the audio prompt that you want to edit or delete.

5

Replace the existing audio file with the new one to update an audio.

6

Click Save to update the audio prompt.

7

Click Reference list under Referenced by section to view the list of queues that has used this Audio Prompt.

8

Click delete icon on the top right side to delete the audio prompt.

The system does not support updating currently used audio files.

The Agent Personal Greetings feature allows a prerecorded message to be played automatically to callers when they connect with an agent. Agents no longer need to repeat the same introductory greeting for every call. They can record a greeting once and have it automatically play upon call connection.

Create a personal greeting

1

Sign in to Control Hub.

2

Choose Services Contact Center.

3

From the Contact Center navigation pane, choose Customer Experience > Audio files.

The Prompts tab is open by default.

4

Click Agent personal greetings.

5

Click Create a personal greeting.

6

Configure the following settings:

  1. Agent—Choose an agent from the drop-down list.

  2. Audio File—Drag and drop an audio file or choose a file from your device for upload. The system supports only wave (.wav) file format with maximum size limit of 5MB.

  3. Attribute tag (optional)—Enter a meaningful attribute value. For example, ENVIP (EN for English and VIP for call queues). If the value of this tag is empty, then it can be used as the default greeting.

7

Click Create to create a personal greeting.